Customer Service Representative II

What You'll Be Doing:

Daily Responsibilities Include

• Advanced Order Administration: Validating and processing high-volume, multi-channel requests (phone, email, and digital chat) for complex new orders, custom quotes, samples, and pricing adjustments.
• Compliance Guidance: Assisting customers in the thorough completion of specialized local, state, and federal forms required for proper transaction recording.
• Complex Problem Resolution: Independently investigating root causes of customer friction, troubleshooting sophisticated billing/credit issues, and offering foundational product design recommendations.
• Cross-Department Coordination: Collaborating directly with internal departments to gather technical specifications or resolve systemic issues on behalf of the customer.
• Peer Mentorship: Taking an active role in orienting, training, and mentoring incoming customer service representatives to support team goals.
• #LI-GL1

Experience & Qualifications

• Proven Experience: A minimum of 3 years of high-volume contact center or customer service experience, handling simultaneous phone and digital queues.
• Education: An Associate’s degree in a business-related field, or equivalent professional experience.
• Key Traits: Exceptional organizational skills, strong analytical thinking, and the ability to communicate technical information in a highly professional and articulate manner.
• To excel in this role and maintain our high standards of service, you will need a strong balance of technical proficiency, adaptiveness, and data-driven execution.

Technical Tool Stack Proficiency

Technological Proficiency & Tool Integration

Our Benefits:

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
• Generous 401(k) with company match
• Paid time off and holidays
• Opportunity to participate in incentive programs for all full-time employees
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
• Education reimbursement opportunities
• Scholarship program for children of Brady employees
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program